Bengaluru – In a major push toward strengthening consumer rights and accountability, the Bangalore Electricity Supply Company (BESCOM) is developing a dedicated digital portal to streamline the grievance redressal process, announced Managing Director N Sivashankar.
The announcement came during a workshop jointly organised by BESCOM and the Karnataka Electricity Regulatory Commission (KERC) at the KEB Engineers Association Hall, focused on building capacity among members of the Consumer Grievance Redressal Forum (CGRF).
“To enhance transparency and responsiveness, a digital platform will soon handle consumer complaints end-to-end. Oversight of this mechanism has been assigned to the Chief General Manager of Corporate Affairs,” Sivashankar said.
He further noted that CGRFs have been constituted at the district level, as directed by KERC Chairman P. Ravikumar, and are composed of Superintending Engineers, Executive Engineers, and independent members to ensure fair grievance handling.
Redressal Mechanism & Legal Framework
If grievances remain unresolved at the CGRF or BESCOM corporate level, consumers will have the option to escalate the matter to the KERC, reaffirming the multi-tier system of accountability.
In his inaugural address, KERC Chairman P. Ravikumar, a retired Chief Secretary to the Government, said:
“Delivering impartial and timely justice to consumers is vital. Proactive engagement by officials will determine the effectiveness of this mechanism.”
HK Jagadish, Member of the KERC Legal Department and a retired District Sessions Judge, highlighted:
“As per Sections 42(5) and 42(6) of the Electricity Act, 2003, grievance redressal mechanisms are mandatory. Both CGRF and the KERC (Electricity Ombudsman) are recognised quasi-judicial bodies by courts.”
Workshop Highlights
Technical insights and challenges related to complaint handling were presented by:
- KERC Technical Director Srinivasappa
- Retired judges Krishnaiah and IF Bidari
These sessions aimed to enhance understanding of procedural gaps, consumer expectations, and technical compliance among forum members and BESCOM officials.
Officials in Attendance
The event saw participation from several senior figures, including:
- KERC Secretary Siddeshwar
- BESCOM Technical Director HJ Ramesh
- Finance Director Mahadeva
- GM of Admin & HR Dr. Dayanand
- GM of Consumer Relations Rajoji Rao
- Pushpa SA, Chief General Manager, Corporate Affairs
Conclusion
This upcoming digital grievance redressal portal marks a significant step in digitising public service delivery in Karnataka’s electricity sector. With strong legal backing, institutional training, and top-level oversight, the initiative is expected to foster greater consumer trust and service transparency.